Summary 

The People (HR) Experience Guide is responsible for ensuring a positive employee experience through providing day-to-day support with pre-onboarding/pre-hire activities and with People (HR) Team-related policies and programs. The guide uses in person support and case management systems to interact with employees and track cases for trends, as well as assists employees in making effective use of self-service tools. They will also collaborate with cross-functional partners to provide feedback and support, escalate issues in a timely manner, and provide exceptional customer service to employees.

Responsibilities

• Ensure a positive experience for employees by responding to inquiries and providing day-to-day support on People Team-related policies and programs.
• Use case management system to interact with employees to track cases for trends and ensure proper documentation.
• Help drive the content on processes and initiatives introduced by the People Team for the Open Access (self-service) knowledge base.
• Assists and encourage employees to make effective use of Open Access (i.e. Self-service), knowledge management, case management tool and any other People systems available to them in order to drive rapid resolution.
• Collaborate with the broader People (HR) Operations team, People Team COEs (Total Rewards, Recruiting, Talent Development), and the Business Partners and People partners to provide feedback and support.
• Partner with People Team, IT, Facilities, and other cross-functional partners to ensure the onboarding and off-boarding processes are delivering the right employee experience.
• Responsible for escalation of issues in a timely manner to ensure an effective employee experience while remaining engaged in resolving the issue.
• Ensure that all critical administrative transactions, like the I-9 or background check process, are accurate and handled in a timely and compliant manner.
• Provide exceptional service to questions and issues received from employees.
• Help maintain and audit employee personnel files.
• Provide support to overall People Team initiatives when necessary.

Qualifications

• Bachelor’s degree in human resources, Business Administration preferred.
• Minimum 1-2 years’ experience in an HR support role, preferably in a shared services environment.
• General knowledge of HR functional areas and workflows.
• Experience with Workday and SharePoint is preferred.
• Experience with Remedy, Jira, ServiceNow, or similar case management systems strongly preferred.
• Ability to act with integrity, professionalism, and confidentiality with sensitive data and conversations, and effectively work with employees at all levels of the company.
• Must be able to learn and apply quickly, as well as to dispense/share knowledge in a team environment.
• Exceptional customer services skills.
• Attention to detail and strong organization skills.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Experience working in a fast-paced, professional, global business environment is a plus.
• Must be self-motivated, demonstrate initiative, and able to work independently.
• Must be able to prioritize, deliver on deadlines, problem solve, and multi-task.
• High proficiency in Word, Excel, and PowerPoint and ability to research, compile, and present information and data.
• This is an hourly, second shift position on-site position with hours from 11:30 AM-8:00 PM.